Janeth Andrade
About Janeth Andrade
Janeth Andrade is a Senior Manager of the Contact Center Hispam at American Tower, with extensive experience in customer service and marketing. She has held various managerial roles and has a strong educational background in digital communication and project management.
Current Role at American Tower
Janeth Andrade serves as the Senior Manager of the Contact Center for Hispam at American Tower, a position she has held since 2019 in Ciudad de México, México. In this role, she oversees the contact center operations for multiple countries in the Hispam region, including Colombia, Peru, Chile, Costa Rica, Paraguay, and Argentina. She has successfully transformed the contact center in Mexico into a multicountry operation, centralizing processes and implementing technological tools such as CRM Salesforce to manage customer requests.
Previous Experience at American Tower
Janeth Andrade has held multiple roles at American Tower. She worked as the Call Center Manager from 2017 to 2018, where she focused on improving operational efficiency. Additionally, she served as the Call Center and Service Desk Manager for a period of nine months in 2018 to 2019. Her experience at American Tower has contributed to her expertise in managing contact center operations across various countries.
Education and Expertise
Janeth Andrade has a strong educational background in marketing and project management. She studied Mercadotecnia at Universidad del Valle de México from 2008 to 2011. She further enhanced her skills with various diplomas, including a Diplomado en Gestión Avanzada en Customer Experience from Universidad Anáhuac México in 2021 and a Diplomado en Gestión Profesional Ágil de Proyectos from Tecnológico de Monterrey in 2021. Additionally, she completed a Diploma in Digital Marketing Bootcamp in Dublin, Ireland, from 2015 to 2016.
Career History in Customer Service and Marketing
Janeth Andrade has extensive experience in customer service and marketing roles. She worked at MAPFRE ASSISTANCE as Supervisora de Back Office from 2008 to 2010 and at Lanz & Asociados as Marketing Coordinator & Customer Service from 2010 to 2015. She also held the position of Especialista Sr de Telemarketing at Telefónica from 2016 to 2017. Throughout her career, she has developed and redesigned customer service processes and managed improvement projects focusing on key performance indicators.
Achievements in Contact Center Operations
Janeth Andrade has implemented significant changes in contact center operations, including the centralization of operations for multiple Hispam countries. She has focused on improving key performance indicators such as Service Level, Average Handle Time, and First Call Resolution. Her initiatives have led to cost reductions through Economy Scale calls and enhanced service quality, demonstrating her capability in managing complex customer service environments.